Analyst, Technical Support Services

Sunlife; Kitchener; Hybrid; CAD 70,000 - 105,000; Full time

Benefits offered by this job

Flexible Benefits from day one

Hybrid work arrangement

Best Workplace recognition in Ontario

Job summary

Sun Life is seeking an IT Analyst to join the Digital Employee Experience team, providing second-level IT support and diagnostics for complex issues. You’ll own tickets, document solutions, and collaborate with On-Site Support and other teams to improve the employee technology experience.

You will monitor workstation health, assist with global technology projects, and contribute to knowledge bases. A degree in computer technology and 1–2 years of experience are expected, with bilingual

Qualifications

• Diagnose and troubleshoot complex IT issues effectively.
• Learn quickly and share knowledge with colleagues.
• Balance multiple tasks and meet deadlines.
• Document solutions for self-service and knowledge bases.
• Provide clear technical guidance to users.
• Maintain a diverse, inclusive team collaboration.

Responsibilities

• Take ownership of tickets and resolve with clients.
• Build strong client relationships and anticipate needs.
• Answer agent questions and guide resolution.
• Manage incident queue and ensure updates and SLAs.
• Coordinate with On-Site Support and Employee Experience Tech.
• Create and maintain knowledge base articles.

Skills

Problem solving

Tech enthusiasm

Prioritization

Communication skills

Client focus

Team collaboration

Education

Degree in computer technology

Tools

McAfee/Trellix

CyberArk

Citrix

Microsoft 365

VMware vSphere

SCCM/SMS

ServiceNow

MFA

Okta

Splunk

Tanium

AirWatch

Microsoft Intune

JAMF

Job description

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description

The Analyst is a member of the Technical Services Support team within Digital Employee Experience. As part of the second-level IT support function, the role assists when Service Desk agents are unable to resolve an issue through the ticket queue or real-time support channels. The Analyst asks effective diagnostic questions, takes ownership of complex issues through resolution, and partners with On-Site Support, Employee Experience Technology, and other specialized teams when needed. The role also monitors environmental trends and workstation performance, supports global technology project rollouts, and closes knowledge gaps by documenting solutions in the Self-Service and Service Desk knowledge bases.

What you bring?

• A natural problem-solving mindset and satisfaction from diagnosing issues, fixing problems, and offering practical solutions.
• Enthusiasm for technology, continuous learning, and sharing knowledge with others.
• The ability to manage variety, balance multiple assignments or projects, and prioritize competing tasks effectively.
• Strong written and verbal communication skills, including keeping clients informed, collaborating with colleagues, and clearly documenting ideas, findings, and completed work.
• A client-focused approach and the ability to build rapport that contributes to an exceptional employee experience.
• A collaborative mindset and a commitment to contributing to a diverse, inclusive, and welcoming team.

What will you do?

• Take ownership of tickets assigned to the team and work directly with clients through resolution, understanding their needs, prioritizing appropriately, and delivering responsive, end-to-end technical support.
• Build strong client relationships, anticipate support needs, and contribute to a positive employee experience.
• Advocate for the broader Service Desk teams by answering agent questions, providing ongoing guidance, and empowering agents to make client-focused decisions.
• Manage the assigned incident queue, ensuring records are current, work performed is clearly documented, clients receive timely progress updates, and service-level agreements are met.
• Partner closely with On-Site Support and Employee Experience Technology to coordinate issue resolution, technology rollouts, and improvements to the end-to-end employee technology experience.
• Create, edit, and maintain articles in the Self-Service and Service Desk knowledge bases using Knowledge-Centered Support practices.
• Continuously broaden technical knowledge and strengthen diagnostic and troubleshooting capabilities.
• Support global technology projects and rollouts through testing, implementation-readiness activities, support planning, and feedback that prepares Service Desk and regional support teams for successful deployment.
• Proactively monitor workstation health and performance, identify emerging trends or degradation, and engage the appropriate teams before issues significantly affect employees.
• Identify and implement opportunities to automate repetitive support activities and leverage generative AI to improve troubleshooting, knowledge creation, operational efficiency, and the employee experience.
• Proactively recommend process improvements that increase efficiency for clients and support teams.

What do you need to succeed?

• Experience supporting medium- to large-scale enterprise infrastructure, client computing hardware, Windows operating systems, and macOS platforms.
• Working knowledge of technologies and platforms such as McAfee/Trellix, CyberArk, Citrix, Microsoft 365, VMware View/vSphere, Microsoft Systems Center Configuration Manager (SCCM/SMS), ServiceNow, MFA, Okta, Splunk, and Tanium.
• Experience with mobile device management solutions, including AirWatch, Microsoft Intune, and JAMF.
• Confidence in providing clear technical guidance and instructions on the effective use of computer technologies.
• Strong investigative and troubleshooting skills across a wide variety of hardware, software, access, connectivity, and workstation performance issues.
• Aptitude for learning and supporting a broad range of software applications in a large client computing environment.
• Knowledge of computer security procedures and protocols.
• Strong client relationship skills and a commitment to delivering a positive employee experience.
• A degree or diploma in computer technology and one to two years of related experience, or an equivalent combination of education and experience.
• ITIL certification is considered an asset.
• CompTIA A+ and Network+ certifications are considered assets.
• Bilingualism (French, English, both oral and written) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada and worldwide

Important Note: Reliability Status

As a condition of the role, the successful candidate must be eligible and obtain a Government of Canada Reliability Status security clearance through Sun Life.

What's in it for you?

• The opportunity to move along a variety of career paths with amazing networking potential
• Flexible Benefits from the day you join to meet the needs of you and your family
• We’re committed to creating an inclusive and respectful environment. Our goal is to make sure all our employees have the chance to live up to their full potential
• We’re honoured to be recognized as a 2025 Best Workplaces in Ontario by Great Place to Work® Canada
• We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our Clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to [e-mail].

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you.

We may use artificial intelligence to support candidate sourcing, screening, interview scheduling.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range

70,000/70 000 - 105,000/105 000

Job Category

IT - Technology Services

Posting End Date

07/11/2026